Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has a CEO who is personally dedicated to signing every employee anniversary letter. That amounts to roughly 1,000 letters every month. Like most CEOs, Mike Marrow is a busy executive, but he is not too busy to demonstrate his appreciation to Qualfon employees—all individually.
“My effort to sign every anniversary letter comes nowhere near the effort our employees put into their jobs every day. I am honored and privileged to thank them for their dedication to Qualfon, our clients, and our clients’ customers,” replied Marrow, when asked why he feels it is important to uphold this tradition—even as the company continues to grow.
Photo at Right: Employees from around the world celebrate their work anniversary, displaying letters from CEO Mike Marrow
“This simple practice is truly a remarkable dedication that reflects who we are as a company and our brand promises. It demonstrates our person-first culture, exemplifying the fact that we recognize the importance of each individual and what they do to help the Qualfon family achieve its mission to be the best BPO and make people’s lives better,” said Brian Kearny, V.P. of Marketing at Qualfon, who is celebrating his 6th year with the company.
When employees around the world receive their signed anniversary letters, many have been known to hold them to the light to validate the authenticity of the signature. Marrow assures everyone that his mark is of the hand and not a digital copy paste.
So, how does a CEO find the time to sign 1,000 letters every month? Does he use any strategy to make it more manageable? No, Marrow reported. He simply signs them whenever he finds a spare moment at the office and sometimes on weekends if he is up against the deadline. At the close of each month, the letters are mailed via the US Postal Service to domestic employees and contact centers. Letters for employees in Mexico, Guyana, and the Philippines are mostly shipped but occasionally hand delivered by executive volunteers making the journey for other business purposes.
The steadfast letter tradition has also sparked employees to evaluate Marrow’s mark by the teachings of graphology, a handwriting analysis performed to reveal one’s character. Their findings: a person who is kindhearted, can adjust to any environment, and one who possess a lot of will power.
“These discoveries are so perfectly accurate,” commented Roberto Sanchez Mejorada, Chief Mission Officer at Qualfon. “They are the characteristics only of a man who can make a commitment such as this.”
Qualfon is a mission-driven BPO company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have approximately 13,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.